Summary of Responsibilities:
- Individual will be highly organized to ensure that all staff trainings are prepared well in advance and all staff are accounted for and properly scheduled in staffing reports.
- Responsible for Training and On-Boarding of the Medical Reception staff
- Develop and implement a Medical Reception, front office training program.
- Develop and maintain documented medical reception training curriculum and workflows, which include phone etiquette and customer service.
- Establish and deliver customer service trainings.
- Responsible for the ongoing training for all Medical Reception staff across locations.
- Evaluate the outcomes of training sessions and maintain records of trainees’ progress and achievements
- Attend meetings to learn new training methods and techniques and use the knowledge to prepare and coordinate future training sessions.
- Ability to communicate and distribute training curriculum to enhance delivery of training curriculum
- Work closely with the team to develop and maintain onboarding materials
- Ensure training is effective and expectations are clear regarding co-payment collections.
- Responsible for answering employee questions in an informative and clear manner that promotes learning.
- Setting the highest possible example in conduct, temperament, punctuality, and standards of work.
- Serve as a role model to all staff members, adhering closely to policies and procedures, practicing the highest standards of performance.
- Communicate with Health Center Managers, Medical Reception Supervisors, and Director of Operations to affirm when each trainee has been fully trained and ready to work without the assistance of a trainer.
- Closely monitor and ensure that all dental locations are always staffed adequately.
PERFORMANCE AREA 1: Front Support Operational Responsibilities and Staff Development
- Provides structured training and orientation for all Medical Receptionists
- Responsible for quality improvement activities within the area by coordinating staff training and retraining when processes are modified within the functions of the department.
- Creates, revises and provides input and implements UHC policies as necessary.
- Assumes other responsibilities as directed by the Operations Training Manager and Deputy Chief Operations Officer
PERFORMANCE AREA 1: Medical Operations Coordinator Responsibilities
Collaborates within teams to provide comprehensive training for all new and existing Medical Receptionists ensuring training model is patient-centered and mission-focused. Core competencies include but are not limited to:
- Patient registration
- Scheduling guidelines
- Insurance eligibility
- Time of service copay collections
- Revenue process
- Patient Experience
- Establishes and fosters professional relationships with trainees, allowing them to be active in their learning. Engages in ongoing conversation for quality monitoring and development, providing constructive feedback as needed.
- Is highly competent in understanding the complexities of health insurance plans and the relationship between FQHCs and health plans such as Medicare, Medi-Cal, commercial insurance, self-pay, sliding fee and more.
- Functions as super-user and trains staff on all business applications used by UHC that support the revenue cycle and front-end functions, such as EHR, patient portal, and payment posting.
- Models what an effective Medical Receptionist role is and can effectively complete all tasks on the competency checklists.
- Host training programs to implement best practices for medical receptionist staff for the organization.
PERFORMANCE AREA 2: Customer Service, Quality Improvement, & Staff Development
- Responsible for ensuring that the medical receptionist team exhibits exemplary customer service in both verbal and written encounters by role modeling and coaching staff to performance.
- Supports the quality improvement initiatives of the health centers by participating in process improvement and data collection activities as necessary.
- Responsible for supporting the quality improvement activities within the area by coordinating staff training and retraining when processes are modified within the functions of the dental reception area.
- Supports the work of the area by ensuring that new personnel are acclimated to the work environment and provided role specific training and ongoing development.
- Ensures that staff is directed to and provided opportunities for additional training that support the activities within the area.
PERFORMANCE AREA 3: General Corporate Expectations
- Attends and actively participates in all meetings (e.g., department meetings, program meetings, employee staff meetings) and other activities as required or assigned.
- Attends workshops/seminars as necessary to increase skills and knowledge to provide effective care, treatment, and/or leadership.
- Supports the overall needs of the health center by working flexible or extended hours when necessary.
- Supports the needs of the health center by traveling to other UHC centers when onsite team training is needed.
- Demonstrates awareness of, and compliance with, organizational mission and objective of UHC to provide health care access and support services for all members of the community.
- Other work-related duties as assigned by the Operations Training Manager
- Duties and responsibilities may be added, deleted, or changed at any time at the discretion of management, formally or informally either verbally or in writing.
- Maintains confidentiality and respect for information regarding patients and other team members; abides by UHC Rules of Confidentiality and general HIPAA regulations regarding privacy.
- Displays a positive, professional and respectful demeanor always toward employees, peers, professional contacts, and patients served, maintaining a professional appearance and positive image for the health centers.
- Contributes to the team by promoting positive staff interaction, maintains open communication with other programs/departments.